CASE STUDY: 1

ACE RESORTS

Ace Resorts operates golf and lodging properties throughout the nation. For over
twenty five years Ace Resort’s founder has devoted his life developing destination resorts
that embody his love and passion for the great outdoors. His comprehensive vision and
design for each was carefully planned, not just to ensure the well-being of the natural
surroundings and their inhabitants, but no embellish and build upon those resources. He
wanted guests to experience the wonders of the “”Ace Lifestyle”.

The Ace Lifestyle- luxurious surroundings, impeccable service, and outstanding

amenities- is a lifestyle shared by people of like minds who want the best that life can
offer. For example, the Inn at Bay Harbor is the centerpiece of Bay Harbor Village,
which is set along the water’s edge. The Inn at Bay Harbor’s architectural design
rekindles the heritage and style of the great inns of the past. It provides luxurious
accommodations. The Inn features 150 one-, two-, and three- bedroom suites, the Bay
Harbor Beach Club, the Spa at the Inn at Bay Harbor, pool, conference facilities
accommodating groups from 15 to 250, plus a spectacular lakefront restaurant. The Inn at
Bay Harbor affords guests breathtaking views of the lake and the surrounding coast.

Questions:

1. What are the most important characteristics of the service that Ace Resorts
markets?
2. How important is employee interaction with customers at a resort?
3. Service quality involves meeting customer expectations. Explain this with the
case as an example.